We currently leverage RingCX and RingSense to perform quality assurance (QA) reviews, coaching, and performance analysis for agent phone calls. These tools provide valuable insights such as call recordings, transcripts, sentiment, and AI-driven scoring. However, we have a significant number of agents who primarily handle customer interactions via email, and there is currently limited visibility or structured QA oversight for those interactions.

Requested Enhancement
We are requesting enhanced email interaction analysis and QA functionality within RingCX and/or RingSense, comparable to what is available for voice interactions.

Desired capabilities include (but are not limited to):

Visibility into agent email conversations within RingCX

Email transcript review with full conversation threading

AI-powered analysis (e.g., sentiment, tone, keyword/compliance detection)

QA scoring frameworks applicable to email interactions

Search and filtering of emails by agent, queue, keywords, or sentiment

Coaching and feedback workflows tied to email interactions
Reporting on email quality trends over time